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  • Alix Cunnell

How does citizen insight help councils to save money? We asked ChatGPT.

Updated: May 25, 2023

GovMetric delivers citizen insight solutions to public service providers that want to reduce the cost of delivering effective, efficient and compliant public services. So how can understanding the voice of the customer help councils to save money? We posed the question to ChatGPT, and here's what it had so say.


When it comes to providing top-notch services, local councils have a lot on their plate. But did you know that understanding the voice of the customer can actually help councils to save money? That's right, by listening to and understanding the needs of citizens, councils can make some pretty big improvements that can ultimately reduce the cost of service delivery. Here's how:

  1. Streamlining processes: Imagine a customer is consistently requesting a specific service or information. By understanding their needs, councils can make that service or information more easily accessible, which can help to cut down on staff time and resources.

  2. Reducing errors and rework: Nobody likes mistakes, especially when they're costing your council time and money. By understanding the voice of the customer, councils can work to eliminate common errors and rework, which can help to save time and resources.

  3. Identifying opportunities for innovation: Innovation is key to staying ahead of the game, and understanding the voice of the customer can help councils to identify new opportunities for innovation and process improvement. If customers are consistently requesting a service that's not currently offered, councils can explore the feasibility of offering that service and determine if it would be cost-effective.

  4. Enhancing customer satisfaction: When customers are happy, everyone's happy. By understanding the voice of the customer and addressing their needs and concerns, councils can enhance customer satisfaction and reduce the number of complaints, appeals, and disputes.

  5. Improving communication: Good communication is key to a successful council-citizen relationship. By understanding the voice of the customer, councils can work on providing clear and easily accessible information on services and a range of options for service delivery, such as in-person, phone, email, or chat. This can lead to a reduction in time and resources needed to provide the service.

In short, understanding the voice of the customer can be a major game-changer for local councils. By listening to and understanding the needs of citizens, councils can work to streamline processes, reduce errors and rework, identify opportunities for innovation, enhance customer satisfaction, and improve communication. All of which can ultimately help to reduce the cost of service delivery. So, the next time you interact with your local council, don't be afraid to speak up and let them know what you need – it could end up saving them (and you!) some money in the long run.


Alix Cunnell is the Marketing Lead at GovMetric, home of the leading Citizen Experience Management solution for the public sector.




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